Support Center Analyst
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Job Summary
Providing tier-1 support services, the full-time Support Center Analyst will handle customer inquiries, troubleshoot issues related to eSentire's Managed Detection and Response offerings, and escalate complex problems as needed while working in a remote environment.
Key responsibilities
- Handling customer inquiries and internal cases in the case management system while communicating directly with clients
- Providing first contact resolution phone support, resolving customer cases during calls and performing outbound escalations
- Supporting and troubleshooting a range of eSentire MDR offerings, documenting troubleshooting steps, and escalating issues requiring Tier-2 support
Required qualifications
- 2+ years of Information Technology experience in a Technical Customer Support role
- Bachelor's degree in Computer Science, Information Technology, or equivalent hands-on experience
- Experience with computer software and hardware support, including desktop computers, servers, and network devices
- Solid understanding of networking fundamentals such as LAN, WAN, TCP/IP, and firewalls
- Basic experience with Linux command line operations
Complete Job Description
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